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GCP-GCX Exam - Question 96


Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.

What terminology is used to describe such calls?

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Correct Answer: C

Flow-outs are interactions that enter and leave a queue without being handled by an agent or being terminated. This term accurately describes calls that are neither answered nor disconnected but rather routed out of the queue automatically or by the caller’s choice.

Discussion

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eschber1Option: C
Apr 25, 2023

C - https://help.mypurecloud.com/glossary/flow-outs/ Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected.

MoshiurGCPOption: C
Jun 3, 2023

Here is the clause they added "without being handled or terminated." That's why answer is C. Otherwise answer would be B

Ferrari23Option: B
May 18, 2023

Tricky question, do we think it's B or C? Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

jolo202422Option: B
Jan 24, 2024

abandoned call (inbound) An abandoned call (inbound) is a call that entered the queue, but was disconnected by the caller before it reached an agent, or perhaps the system disconnected the interaction before reaching the agent.

DzhumyOption: B
Mar 19, 2024

I think that answer might be B, since the question is "... to describe such calls", it would be C if it was asked "...to describe such interactions". But that is just my opinion.

KlintDwoodOption: C
Jun 29, 2024

Flow out